e-Commerce FAQ
I do not have an account; can I still place an online order?
Your organization does not need to have an account to order but you need to be registered to place an order through our website.
Go to the ‘Login/Sign Up’ Tab on our site header and create your profile. It will give you the option to affiliate your profile with your organization’s account. If your organization does not have an existing account, you will need to select ‘Continue Registration’ and complete that process. After which, you can submit an order request.
Due to the hazardous and regulated nature of many of our products, our personnel may need to review your order prior to shipping it to your location. If your order requires further review, you can expect a response from your local office about your account status.
If I order online, will I still receive contractual pricing?
You will receive contractual pricing if you are a registered user and your profile is linked to your organization's account.
To confirm that your profile is linked to an account. Log in and review the pricing of a product that is included in your contract. If successfully linked, the discounted price will be in red with the list price marked through. If your registered profile is not linked to an account, you will need to contact us to update your profile.
How do I register with sigmaaldrich.com?
Registration is fast and easy and a great way to simplify your online experience. Simply click ‘Login/Sign Up’ on the site header and select ‘Create New Profile.’ During registration, you will be given the option to affiliate your profile with your organization’s account. This is useful to you, if your organization has contractual pricing or if you plan to order.
I forgot my password. What do I do?
If you click on the ‘Login/Sign up’ tab on top of the page, you will be taken to the page that allows you to log in. Under the password field is a ‘Forgot Password?’ link. When you click on it, it will take you to ‘Reset Password Request’ page. Enter in your email address and click ‘send email.’ You will then receive a password recovery email. If this doesn’t work, please contact us.
How do I change my address?
Though you can make some changes to your addresses during the ordering process, these are temporary and are limited to that order. To make permanent changes to your shipping and/or billing address information, please contact us.
To make a one-time shipping address change to an order click on the edit button located under your shipping address information. Make the changes needed and click ‘Done.’ Note, editing these address fields will delay your order. Additionally, these changes are only relevant for that specific order. To permanently edit this address, please contact us.
Can I change the language from the default language provided?
Yes, this can be done through updating the ‘Manage Site Preferences’ section on your profile.
Can I place an order online from anywhere in the world?
We have a wide range of countries that can place orders on our site. Go To the list of Worldwide Offices to obtain the contact information for your local office if you are not able to enter products in the ‘Quick Order’ or ‘Cart.’
If I place a Web order in the US with my US-based account can I have it shipped to another country?
Most US accounts do not have the option to place orders to be shipped outside of the US; the exception to this is 'Pack for Export' accounts. Contact INTL@milliporesigma.com for information on what is needed to place orders for shipping outside of the US.
How do I add products to the cart?
- When you find the product you need, look for the ‘Pricing’ details associated with the product. Select the quantity that you need and click on the ‘Add to Cart’ Button. The ‘Add to Cart’ button is usually located below the ‘Pricing’ details for most products. To check if the product has been added to your cart, please go to the site header and click on the ‘Shopping Cart’ icon.
- If you do not have the option of selecting product quantity or ‘Add to Cart,’ please review our worldwide offices for contact information for your country.
Is there more than one way to place an on-line order?
The only way to place an order online is to purchase your items through our shopping cart but there are numerous ways to add items to the shopping cart as noted below.
- Directly from the ‘Pricing and Availability’ clip
- ‘Quick Order’ page
- ‘Favorite’ products (you need to have a login/profile)
- Convert quote to order (you need to have a login/profile)
- Saved cart (you need to have a login/profile)
- Reorder from a previously placed online/phone/fax/email order (you need to have a login/profile connected to the same account that you placed your phone order)
If I order online, will I still receive contractual pricing?
Your profile must be linked to your company/organization’s account for you to receive contractual pricing for your order(s).
My company has a custom-built PipeLine solution, can I place order outside of my pipeline account?
We would recommend that you contact us to create a new profile.
How much will I be billed for shipping?
You will need to log in with a profile that is linked to your company/organization’s purchasing account. Once you log in and select the ‘checkout’ button, the system will identify your shipping location and will provide you with accurate shipping costs.
Will I be sent an order confirmation?
We send order confirmations via email. If you are currently not receiving order confirmations, please update your profile settings under ‘Email Preferences.’ Additionally, you can adjust the format of your order confirmations. You can choose to receive the content of the order confirmation as text within the email or as an attachment.
How do I see my Order Status online?
- Login to the site to see the orders you have placed. Go to the ‘Account’ tab on the site header and select ‘Your Orders’ from the drop-down menu. If you haven’t placed the order yourself, your profile must be linked to your organization’s account to see the status of orders related to that account.
- Once you have navigated to ‘Your Orders,’ the list of orders will indicate the status of the order. If the order status says, ‘In Process,’ you will need to open the order to see the status for each product in your order.
How to re-order a previous order?
Login to the site. Go to the ‘Account’ tab on the site header and click on ‘Your Orders’ from the drop-down menu. Use the filters to select the order you want to reorder. Open the order and click on ‘Add to Cart.’ This will add the entire order into your shopping cart. While you are in the shopping cart you can delete items that you don’t want and change the quantity on other items before selecting ‘Checkout.’ When you get to the ‘Checkout’ screen, you can make the necessary edits and then click on ‘Submit your order.’
How do I save a cart?
In order to save a cart, you will need to register on our website. Login to the site. To ‘save your cart,’ you must first add products to your cart and then select ‘Checkout.’ It will take you to the next page where you will see the following options – ‘Submit Order,’ ‘Request Quote,’ ‘Save Cart’. Once you select ‘Save Cart,’ it will offer you the option of naming your saved cart. To access your saved cart(s) later, you must go to the Account Tab on the site header and select ‘Your Order’ and click on the ‘Saved Carts’ in the left Navigation pane.
Is there anything I can't order online?
Please contact customer service if you have questions about a specific product.
If your need is urgent, please call us at 1-800-325-3010.
What if I have a question about my order?
If you have questions about your order, please contact Customer Service. If you need an immediate response, please contact us by phone. Otherwise, please submit your questions via this form.
How do I locate/print an invoice?
Login to the site. Go to the ‘Account’ tab on the site header and select ‘Your Orders’ from the drop-down menu. Select the order for which you want to see an invoice. Open the order and on each product line Item, there will be an invoice link. If the order was shipped out on different dates, there will be multiple invoices for that order. Click on the invoice and it will open in a .pdf format. When you click within the document, on the top right, you will see the options to download the .pdf file or print it.
What payment methods are available to me?
We accept the following credit cards - VISA, MasterCard, and American Express
Purchase Orders are accepted when linked to your company/organization’s account.
Our terms of payment are net 30 days, unless otherwise specified.
Pre-payment may be required prior to shipping based on the payment agreements set for your company/organizations.
How do I create a ‘Quote’?
In order to create a quote, you must be registered on our website and be connected to an ordering customer account.
First, login to our website and then add the product(s) to your cart. Once the product(s) is in your cart, head over to your shopping cart. Click on ‘Checkout’ and you will see the option to “Request Quote.” After you choose ‘request quote,’ the quote will go through and you will get a Quote Number. When you are ready to order from your quote, go to the ‘Account’ Tab on the site header. Select ‘Order Center’ from the drop-down menu and select ‘My Recent Quotes.’ Once you open your quote, you can convert it into an order?
How do I convert a quote to order?
Login to the site and go to the ‘Account’ tab on the site header. Select ‘Your Quotes’ from the drop-down menu. Use the filters to select the quote you want to convert to an order. Open the quote and you will be given an option to ‘Add to Cart.’ Once the item has been added to the cart, you can proceed to checkout as you do for regular orders.
How do I add products to my Favorites?
There are a few ways to add products to your favorites.
- Login to the website. Go to the product that you are interested in adding to your favorites and look at the ‘Pricing’ associated with the item you want to add as your favorite. Right next to the price is a ‘Quantity’ field and a ‘Star.’ Click on the star to add it to your favorites. A pop up will appear which gives you options for saving the product to a favorites list.
- Alternatively, login to the website and then go to the ‘Account’ tab located on the site header and click on ‘Your Favorites.’ On the Favorites page, you can search by a Product SKU number. Click on the ‘Add’ button to add the product to your Favorites list.
What is the Return Policy?
Customer Service is available to assist you should a problem arise with your order. Please inspect your packages immediately upon receipt and notify us promptly of any damage or discrepancies. Should an item be shipped to you incorrectly, as the result of an error on our part, we will take quick and appropriate action to correct the problem.
Prior to returning any items, please contact the Customer Service Department to obtain a Return Material Authorization (RMA) and shipping instructions. A return authorization will ensure the safe and proper handling of material and enable us to expedite a resolution. Items returned without prior authorization may not be accepted. Shipment of authorized returns should be made within 30 days of the issuance of the RMA.
We will do our best to fulfill requests to return material. However, in order to maintain the quality of our products and continue to provide competitive prices, certain items may not be returned for credit. These items include: diagnostic reagents; refrigerated or frozen products; reagents and standards which have passed their expiration dates; custom products or special offers; products missing labels, parts, or instruction manuals; and books, computer software and equipment removed from their original packaging. Returns accepted for items ordered in error may be subject to a 20% processing fee and all returns must be returned within 90 days of purchase.
How do I order using an E-Procurement system?
We offer a simple and streamlined process for our B2B-enabled accounts. Start on your internal E- Procurement system and click our logo or company name to punchout to our on-line catalog. You can then enter your product items in the Order Center or, Search for them. Once you confirm quantity and pack size, click Add to Cart. Once complete, click Checkout to return the cart details back to your internal E-Procurement system for review, approval routing and purchase order creation.
What if I cannot punchout from my internal E-Procurement system?
If you cannot punchout from your E-Procurement system you first contact your internal support team or platform provider to have them troubleshoot the issue. If the issue is not on your side, you can email the Web Help Desk at webhelp@sial.com. For urgent orders please contact Merck Customer Service and they will assist you.
How do we request an E-Procurement Punchout?
Visit our E-Commerce Solutions page and submit a request.
Do I need a username and password for Punchout?
No. Once you connect to us via your internal E-Procurement system you are automatically logged in.
Will my Punchout order reflect my organization’s contract pricing?
Yes. If your organization has a pricing agreement in place this will be reflected when you connect to us via punchout.
What other electronic documents are available for E-Procurement?
Our entire list of transactions is available on our E-Commerce Solutions page.
I do not have an account; can I still place an online order?
Your organization does not need to have an account to order but you need to be registered to place an order through our website.
Go to the ‘Login/Sign Up’ Tab on our site header and create your profile. It will give you the option to affiliate your profile with your organization’s account. If your organization does not have an existing account, you will need to select ‘Continue Registration’ and complete that process. After which, you can submit an order request.
Due to the hazardous and regulated nature of many of our products, our personnel may need to review your order prior to shipping it to your location. If your order requires further review, you can expect a response from your local office about your account status.
If I order online, will I still receive contractual pricing?
You will receive contractual pricing if you are a registered user and your profile is linked to your organization's account.
To confirm that your profile is linked to an account. Log in and review the pricing of a product that is included in your contract. If successfully linked, the discounted price will be in red with the list price marked through. If your registered profile is not linked to an account, you will need to contact us to update your profile.
How do I register with sigmaaldrich.com?
Registration is fast and easy and a great way to simplify your online experience. Simply click ‘Login/Sign Up’ on the site header and select ‘Create New Profile.’ During registration, you will be given the option to affiliate your profile with your organization’s account. This is useful to you, if your organization has contractual pricing or if you plan to order.
I forgot my password. What do I do?
If you click on the ‘Login/Sign up’ tab on top of the page, you will be taken to the page that allows you to log in. Under the password field is a ‘Forgot Password?’ link. When you click on it, it will take you to ‘Reset Password Request’ page. Enter in your email address and click ‘send email.’ You will then receive a password recovery email. If this doesn’t work, please contact us.
How do I change my email address or phone number?
Click on "Login/New Registration" at the top of the site and log in.
Click on "Hello, ＊＊" at the top of the site to open the menu. Select "Your Profile."
Click on "Personal Information" to open "Manage Your Personal Information."
Click on "Edit" in the "Contact Information" section.
Enter your new email address or phone number in the respective fields ("Company Email Address," "Main Phone Number," or "Mobile Phone").
Click "Save" to complete the changes.
How do I change my address?
Though you can make some changes to your addresses during the ordering process, these are temporary and are limited to that order. To make permanent changes to your shipping and/or billing address information, please contact us.
To make a one-time shipping address change to an order click on the edit button located under your shipping address information. Make the changes needed and click ‘Done.’ Note, editing these address fields will delay your order. Additionally, these changes are only relevant for that specific order. To permanently edit this address, please contact us.
Regarding the Absence of Display for the Minimum Order Quantity:
If the minimum order quantity is not displayed on our website, please try the following troubleshooting steps:
- Refresh (reload) the webpage. Sometimes, this helps in properly loading the page.
- Try using a different browser. Some browsers may experience display issues.
- Wait and try accessing the website again, as there might be technical issues or maintenance activities taking place.
- Your account may be associated with a Sold Code. Please have your company's customer code ready and inquire through the contact page regarding transactions and accounts.
What Should I Input in the Customer Header Order Number?
For the customer header order number, please enter any alphanumeric characters that your company wishes to use. By entering the order number assigned by your company, you can identify the specific order. The customer header order number is a mandatory field, so please input the accurate order number following the input form or instructions provided.
Can I change the language from the default language provided?
Yes, this can be done through updating the ‘Manage Site Preferences’ section on your profile.
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